Empowered Patients = Powerful Results

When
patients are meaningfully engaged in making health care decisions, the
caregiving dynamic changes. Instead of being passive recipients of care,
patients become an activated part of the process.

HAP Works with Pennsylvania Hospitals to Put the Patient at the Center of Health Care

The concept of viewing patients on a holistic basis and respecting their rights of self-determination has caused a shift in the health care model from disease-centered to patient-centered (or, person-centered). HAP member hospitals are working from the following principles of person and family engagement (PFE) in order to make the patient the center of the health care team:

Viewing individuals using health care services as equal partners in the planning, development, and monitoring of care to meet their specific needs

Putting patients and their families at the center of decisions and seeing them as experts, working alongside professionals to get the best health outcomes

Empowering the patient through education, enhancing awareness, and support needed to make informed decisions and actively participate in care

Coordinating care and communication among members of the health care team across all health care settings

HAP is an industry leader on the topic of patient-centered care, having developed the nation’s first hospital association-sponsored Patient and Family Advisory Council (PFAC) in 2013. Comprised of patients, family members, community leaders, and health care providers, the council works with Pennsylvania hospitals to make health care patient-centered.

Action Plans have been developed by HAP to assist hospitals in operationalizing five specific PFE practices, including: developing a PFAC, patient representation on the board of trustees, conducting bedside shift report and bedside rounds, engaging the patient during the pre-admission process, and designating an individual responsible for PFE efforts in the acute care setting.

Hospitals wishing to know more about how person-centered care can improve patient satisfaction, reduce readmissions, and improve HCAHPS scores, or those wishing to become a part of the HAP PFAC, may contact Janette Bisbee, education/project manager.

Health Literacy

HAP and Pennsylvania hospitals are encouraging individuals to be more actively engaged in their health care by conducting “Engage for Health” community education programs to educate them to listen to their provider, make sure they understand what the provider is saying, and ask questions as needed. Learn more about conducting an Engage for Health program in your community.

Have a Best Practice to Share?

If your hospital or health system has a best practice story to share about improving the patient experience, please contactJanette Bisbee, education/project manager.

VIDEOS

AHRQ Other “Questions Are the Answer” Patient/Clinician Videos(new)In these short videos, patients talk about how simple questions can help you take better care of yourself, feel better, and get the right care at the right time. Doctors and nurses talk about how your questions help them take better care of you and give advice on how you can be an active member of your health care team and get your questions answered.

AHRQ Patient Safety YouTube Channel
Features videos of evidence-based training programs used by U.S. hospitals to improve care quality through effective communications and teamwork

Reducing Disparities of Care (Video)
Equity of care is an organizational priority at Massachusetts General Hospital. The hospital was honored with the inaugural AHA Equity of Care Award. In this video, Joseph Betancourt, MD, describes how the hospital utilizes data to improve care for all populations.

Patient Stories Video
This Patient’s Perspective Series of Safety in Care video from the Safe Care Campaign and Georgia Hospital Association shows that patients and their families want to be heard in the care setting and that they have valuable information to give.

I Will Make the Difference Video
This Patient’s Perspective Series of Safety in Care video from the Safe Care Campaign and Georgia Hospital Association enforces the message that patients may be unsure and scared during their hospital stay; proper communication and teamwork can alleviate these fears.

Enhancing Physician Patient Communication Video
Effective two-way communication helps to build successful relationships between the provider and patient while reducing the incidence of misunderstandings and errors. View this video for techniques which PinnacleHealth physicians utilize to build trusting relationships with their patients and avoid negative outcomes.

PATIENT AND FAMILY RESOURCES

AHRQ: Question Builder(new)Online tool for you to build your questions related to your medical visit and print out and take with you during your medical appointment

AHRQ: How to Create a Pill Card(new)This guide helps users create an easy-to-use “pill card” for patients, parents, or anyone who has a hard time keeping track of their medicines

A Family Caregiver’s Guide to Care Coordination
A guide to help family caregivers understand care coordination, the differences between care coordination by a family member and a professional care coordinator, and how to work together with professional care coordinators

Caregiver Action Network
Provides information and resources to make sure that both caregivers and their care recipient are living the best lives possible

WEBSITES

Engaging Patients
Provides information and best practices that recognize the important role that communications play in improving the patient experience, the quality of care, and ultimately creating better outcomes

Cleveland ClinicThe Cleveland Clinic has observed a meaningful 10 percent improvement in patient ratings across all survey measures based on nationally published HCAHPS scores since 2010:

Office of Patient Experience provides resources and data; identifies, supports, and publishes sustainable best practices; and collaborates with a variety of departments to ensure the consistent delivery of patient-centered care

Related News

Earlier today, Governor Tom Wolf was sworn in to a second term and John Fetterman was sworn in as Pennsylvania’s new Lieutenant Governor. Andy Carter, President and CEO of The Hospital and Healthsystem Association of Pennsylvania (HAP), released the following statement following the swearing-in ceremony.

A new federal requirement aimed at increasing hospital price transparency took effect January 1, 2019. In its 2019 inpatient prospective payment system (IPPS) final rule, the Centers for Medicare & Medicaid Services (CMS) updated its guidelines to require that all hospitals in the United States post a list of their standard charges—known as a chargemaster—on their websites in a machine-readable format updated at least annually.